Question 1- 3 refer to the following memorandum
To: All KSI Bank Employees

From: Kevin Webster, Vice President

Subject: KSI Bank Man To Man Care Program

I would like to announce that we are going to adopt a new customer service program for our most valued customers and it’s called the Man To Man Care Program (MTMCP). In order to implement this new program successfully, it is necessary that managers at each KSI Bank branch attend (1)……………session to be held on August 9^th.

Afterwards, we will also hold a short discussion in order to hear (2)………………from each manager. Through this meeting, we also hope to have an opportunity (3)………………..re-energize and bring a new future to the bank.

If you have any questions or concerns, please feel free to contact me.

Question 1:

Question 4- 6 refer to the following e-mail.
From: ahrens@office-dvdshop.com
To: kjackson@hotmail.com
Subject: The lost DVD that you rented from us

Dear Mr. Jackson,
We received your e-mail regarding the lost DVD that you rented from us a week ago. According to the store policy, you have two weeks to pay for the DVD, after which you’ll be charged for the product in addition to late fees until the full amount is paid off. In other words, you must pay for the cost of the DVD (4)……………..two weeks, otherwise you’ll owe us for the product cost and the late fee.

In this specific case, even though you have (5)………………to wait for two weeks to find the DVD, it would be wise to pay for the product as soon as possible.

Two weeks from today, we will (6)………………you of the total fee you owe us through a text message.

Best wishes, and thank you for your cooperation.

Regards,
Bob Ahrens
DVD Rental Customer Service

Question 4:

Question 7- 9 refer to the following letter.Dear Mr. Marcus,

I’m an executive officer at Shine Advertisement. We’ve recently noticed that your latest product became the hottest (7)……………..of the week.

First, we want to congratulate you on the success of your product. With that being said, we (8)……………..to give you a short presentation of how we can contribute to your product’s success through advertising.

If you want to (9)………………us regarding this business, please call us at 271-485-4931.

We look forward to working with you.

Sincerely,
Taylor Brooks
Executive Officer
Shine Advertisement

Question 7: 

Question 10- 12 refer to the following letter.
Joseph Campbell
Regarding the gift card sent in early January
Jan 23^rdDear Mr. Campbell,
We’ve confirmed that you have received our store’s gift card worth $150 last week. We wish that the purpose of this letter was to congratulate you on your receipt of the gift card. (10)……………, we are sorry to say that the gift card was sent to you by an accident.

Although we inevitably (11)………………the balance left on your gift card already, we’d like to offer you an alternative gift of a 20% discount on any product you purchase from us within the next two months.

We (12)…………….apologize to our mistake and hope you keep shopping at our store

Best regards,
Target Store

Question 10: